Customer Care & Case Coordination Specialist

Remote Jobs

Minneapolis (MN)

On-site

USD 42,000 - 62,000

Full time

9 days ago

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Job summary

Remote Jobs is seeking a Customer Care Specialist to support customer-reported product, warranty, and service cases. You will handle intake, documentation, routing, and routine follow-up while coordinating with Customer Care Leads and Technical Support Engineers across product lines.

This role does not own resolution but ensures accurate case records, timely updates, and quality closure support. Strong communication and CRM tooling, plus attention to detail, are valued in a fast-paced,

Qualifications

Two or more years of experience in customer service or related functions.
Experience with case-management or service-management platforms is preferred.
Ability to learn product terminology and escalation indicators.

Responsibilities

Receive customer requests through designated channels and create cases in the case-management system.
Capture and validate customer contacts, site details, equipment info, serials, orders, symptoms, and photos.
Apply routing criteria and promptly escalate safety, unit-down, and critical cases.
Collect product history and contract information to support warranty entitlement decisions.
Provide standard acknowledgments and routine updates to keep stakeholders informed.
Track open actions and follow up with parties to maintain progress.
Maintain complete case records and prepare closure information for review.
Coordinate across product-line teams and engineers as workload requires.